Enterprise (Senior) Customer Success Manager

Who are we?

Gain.pro is on a mission to provide global private market visibility. Our industry-leading platform combines advanced AI tech with local-for-local research. It delivers the highest quality information on the companies that matter to you most.

We serve 100% of MBB/Big-4 advisories, clients representing >$500bn of private equity capital and more than 70% of the top-20 global M&A houses. Examples include Blackstone, Goldman Sachs and McKinsey. We lead the market on customer satisfaction, as validated by external research (User Evidence survey 2023).

Gain.pro has been named as one of Europe’s top 50 fastest growing businesses, operating globally with offices in Amsterdam, London, Frankfurt, Warsaw and Bangalore.

Our SaaS Customer Success organization

Until now, our Director of Customer Success Maria and her team delight our customer base of >150 PE investors, Investments Banks and Consultancies across Europe with tremendous success. We have a track record of an NPS of >70, a net renewal rate of >120% and a CSAT of 100%. To serve our over 4,000 users in the best way across Europe and beyond, we are looking for a Customer Success Manager to engage with our customers and support them on all matters related to our platform. You now have the unique chance to be part of our growth story and join at this early stage offering you an accelerated development opportunity.

What will be your role?

You will be the backbone of our European growth strategy, supporting our Customer Success team across regions. As Customer Success Manager you will work independently and hold a strong book of accounts across Europe. This entails:

• Building lasting customer relationships – You are the key contact person for our customers, own the relationship end-to-end and become their true strategic partner. You leverage your knowledge of the M&A industry effectively to drive outcomes with customers

• Ensuring customer success – You delight our customers by ensuring that Gain.pro supports them in achieving their strategic goals and training them on how our solution fits their use cases

• Being the voice of the customer - You gather and structure intel and feedback from customers that is used by the entire organization to improve our product and develop new features

• Driving renewal and upsell – You are a strategic partner for our clients to grow together and proactively identify relevant expansions to better serve their needs

• Using digital tools in your daily work – You efficiently leverage tools like our CRM system and CS tools to ensure a smooth user experience and proactively act upon relevant CS KPIs

• Optimizing our ways of working – You can actively shape our processes and structures as we grow and drive the future of Customer Success at Gain.pro

Above all, as an early member of our overarching Go-to-Market team, you will have plenty of room to shape your role. Depending on your spike, you can further grow within the Customer Success team or develop into roles in our Sales and Marketing teams.

Who are you?

We are looking for someone who is passionate about supporting and exciting our customer group of PEs, M&A Advisors and Consultancies. You like to roll up your sleeves and are excited about the tech-enabled future of deal making. Moreover, we are looking for the following:

• Relevant experience – You have excelled in a client-facing B2B Saas role in the PE/M&A industry for at least 5 years or you have 2-3 years of experience in management consulting, finance, investment banking, private equity or similar fields

• Education – You hold a business or finance university degree from a leading university

• Customer-centric – You have a value-driven customer-first mindset and are keen to deliver top customer experience

• Structured – You are well organized and like to plan ahead

• Communication – You communicate effectively with stakeholders of different seniorities within our customer segments and are able to deliver a compelling value story to them

• Self-starting – You proactively come up with new ideas and independently drive progress

• Languages – You are fluent in English, other European languages will be a plus

What do we offer?

• Competitive base salary and annual bonus linked to your performance / OKRs
• Attractive benefits including remote working and health & wellbeing allowance, learning & coaching benefits, etc.
• Flexible hybrid working model with ca. 2 days per week in our London office
• Healthy work life balance allowing for planability and personal commitments
• Chance to grow with the company gaining increasing responsibilities, supported by lots of coaching and a feedback-driven approach
• Tremendous learning and career progression opportunities
• International environment with hubs in Amsterdam, London, Frankfurt, Warsaw & Bangalore
• Culture of trust, ownership and standard of excellence and fun working atmosphere with regular outings and events
• Post product-market fit and aspiring unicorn status - this is an excellent time to join & grow with us!